If customs detains or seizes an eligible order sent using Guaranteed EU Delivery, you may request either a replacement shipment at no additional cost or a full refund, subject to the service’s terms.
Email [email protected] with:
- Your order number
- Tracking number
- A copy of the official customs notice or tracking update
- Whether you prefer a replacement or refund
Do not discard any customs correspondence until the claim has been reviewed. Support will verify the shipment’s eligibility and explain the next steps. Do not attempt to misrepresent the parcel or evade customs requirements.